Las Cruces Telecom Customer Care Representative

1 month ago

Las Cruces, New Mexico, United States Mass Markets Full time
Job Title: Telecom Customer Care Representative

At Mass Markets, we're seeking a highly motivated and customer-focused Telecom Customer Care Representative to join our team. As a key member of our customer service team, you will be responsible for providing exceptional customer experiences through phone, email, and chat interactions.

Key Responsibilities:
  • Handle customer inquiries and resolve issues in a timely and professional manner
  • Utilize knowledge base and training to accurately answer customer questions
  • Escalate customer issues to the appropriate staff and managerial team as needed
  • Ensure first call resolution through effective call handling and problem-solving
  • Attend meetings and training to stay up-to-date on changes to program knowledge, systems, and processes
Requirements:
  • Must be 18 years of age or older
  • High school diploma or equivalent
  • Experience with data-entry utilizing a computer
  • The ability to read and speak English fluently
  • Have a wired, high-speed internet connection (Download speed of 20Mbps+)
  • Excellent organizational, written, and oral communication skills
  • The ability to type swiftly and accurately (20+ words a minute)
  • Ability to work regularly scheduled shifts within our hours of operation including the training period
  • Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
  • Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications
  • Highly reliable with the ability to maintain regular attendance and punctuality
  • The ability to evaluate, troubleshoot, and follow-up on customer issues
  • An aptitude for conflict resolution, problem solving, and negotiation
  • Must be customer service oriented (empathetic, responsive, patient, and conscientious)
  • Ability to multi-task, stay focused, and self-manage
  • Strong team orientation and customer focus
  • The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
  • Excellent interpersonal skills and the ability to build relationships with your team and customers
Preferred Qualifications:
  • One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
  • State or Federal work experience
Benefits:
  • Competitive hourly rate
  • Regular raises and promotions based on performance
  • Comprehensive benefits package, including medical, dental, and vision coverage
  • Paid time off and holidays
  • Opportunities for advancement and professional growth
Physical Requirements:

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset.

Conditions of Employment:
  • Must be authorized to work in their country of residence (The United States or Canada)
  • Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
  • Must be willing to submit to drug screening
Reasonable Accommodation:

Consistent with the Americans with Disabilities Act (ADA), it is the policy of Mass Markets to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship.

Equal Opportunity Employer:

At Mass Markets, we are an equal opportunity employer and welcome applications from diverse candidates. We are committed to creating an inclusive and respectful work environment where all employees feel valued and empowered to succeed.

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